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Technical Support Specialist

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Customer Services - Support & Training
💼
Risk Solutions
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LNR006NN Requisition #
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Technical Support Specialist 
 
 

As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will be Tier 2 support for the Technical Support Analysts (TSA) and the Technical Account Managers (TAM) teams. Additionally, you will serve as a mentor to the TSA/TAM teams oversee their skill develop utilizing your patience, and constructive coaching. You will set a positive tone for the entire team providing encouragement and accessibility, especially during the demanding times.  

 
What you will do:
 

Recognize and provide technical training, implement root-cause analysis prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution understand the importance of immediate, accurate and satisfactory resolution of any customer work diligently with the TSA/TAM to address any customer concerns or questions that have been escalated.

 
 
Skills you need:
  1. Advance Troubleshooting Skills Training. Advanced Customer Service Training. In depth knowledge of LN products and services allowing to resolve issues from TSA’s.
  2. Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented. 
  3. Proven Customer Service skills with excellent written and verbal communication skills. 
  4. Outstanding presentation and training skills.
  5. Ability to work independently and multi-task, handling walk-ups, incoming ticket and emails.
  6. Weekend rotating shift
 Accountabilities:
  1. Provide advanced second level support to Frontline and Premier Representatives for LexisNexis products.
  2. Direct contact with technical and business teams to resolve production issues quickly.
  3. Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
  4. If applicable, create, manage and update existing Knowledge Base (i.e. Wiki, CRM, SharePoint).
  5. Support customers in upgrading products and migrating products to new environments.
  6. Analysis of new product releases/patches, informing Frontline and Premier Representatives on new features, bug fixes, etc.
  7. Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
  8. Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
  9. Participate in preparation for product launches.  Become the SME regarding all platforms and changes through engagement with management and product owners.
  10. Accurate documentation in the appropriate systems such as RightNow CX and Bugzilla – enhancement/defect tracking system.
  11. Create and provide training materials to assist TSA to enhance their abilities to support the end user.
Qualifications:
  1. 2 or 4 year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience. 
  2. 1+ year customer service in technical contact center environment or equivalent training.
  3. VAX/IP/FTP/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/ Working Knowledge of MS Networking. 
  4. Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges). 
  5. Advance Troubleshooting Skills Training. Advanced Customer Service Training. In depth knowledge of LN products and services allowing to resolve issues from TSA’s.
  6. Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented.  Proven Customer Service skills with excellent written and verbal communication skills.  Outstanding presentation and training skills.
  7. Ability to work independently and multi-task, handling walk-ups, incoming ticket and emails.

LexisNexis Risk Solutions (www.lexisnexis.com/risk) is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy. LexisNexis Risk Solutions is part of RELX Group plc, a leading publisher and information provider that serves customers in more than 100 countries with more than 29,000 employees worldwide. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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